Job Description
Job Title: Incident Manager Location: Bedford, UK (Sometimes Onsite)Clearance Required:DV Cleared - MandatoryEmployment Type: 6 months Contract
Join Our High Touch Operations Team
We're seeking a dedicated and experienced Incident Manager (High Touch Operations Manager (HTOM)) to join our London-based team. This is a key customer-facing role supporting a High Touch Technical Support (HTTS) programme for strategic accounts. If you're passionate about customer experience and thrive in high-pressure environments, we'd love to hear from you.
What You'll Be Doing:
* Manage and support the delivery of the High Touch Technical Support programme to major customers
* Ensure follow-up and closure of critical incidents, providing consistent updates and resolution progress
* Monitor service alerts and new support cases, driving them to resolution
* Act as a key liaison between internal teams and customers, ensuring smooth communication and issue management
* Use collaboration tools (phone, email, video conferencing) to maintain a strong customer relationship
* Conduct root cause and operational analysis in collaboration with engineers and technical teams
* Produce reports, service-level calculations, and trend analysis
* Participate in and lead service review meetings with customers
What We're Looking For:
* DV Clearance (Developed Vetting) - Required to be active
* Service Management experience - Required
* Proven incident management experience (5+ years)
* Demonstrated conflict management skills in customer-facing environments
* Familiarity with ITIL frameworks (ITIL v4 Foundation desirable)
* Technical knowledge in networking (desirable)
* Experience in vendor management and working within SLA-driven environments
* Exposure to Lean Six Sigma methodologies is an advantage
* CCNA and/or Cisco Certified Support Technician (CCST) - Preferred
This is an urgent vacancy where the hiring manager is shortlisting for an interview immediately. Please apply with a copy of your CV or send it to raghav. Manrai @ randstad.co.uk
Randstad Technologies is acting as an Employment Business in relation to this vacancy.